Abstract
This IDC study presents the annual update to the five-year forecast for the
worldwide and U.S. market for customer care services. The purpose of this
document is to identify and quantify the impact of recent trends and events
influencing the customer care services opportunity.
This document answers the following questions:
- What are IDC' s assumptions relating to the economic forces affecting the worldwide customer care services market, and what impact will they have on the market forecasts for the next five years?
- What impact will developments in this industry have on the revenue of top players in the market?
"The provision of outsourced customer care through the contact center has
reached a moment of truth of sorts in mid-2008," said Stephen Loynd, global
program manager of the Contact Center Services program at IDC. "Over the past
year, the economic environment has been characterized by a historic housing
downturn, a dire credit crunch in the United States, a weakening dollar, oil
prices near $126 a barrel, and soaring food prices across the globe. IDC
considered a number of contextual nuances when crafting this market analysis."
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